Refund and Returns Policy

At idivia, our main objective is that purchasing decisions are easy, fast and totally transparent.

Because everybody can mistakes, there is the right to cancel and/or return your order without any reason or justification within 14 days, counting from the day you acquire physical possession or control of the Product(s). To activate this warranty, just contact us by email and we will activate all procedures for returning or canceling your order.

We highly recommend inspecting your order or items immediately upon receipt and prior to use. It is imperative to examine the product(s) upon arrival, as we may not be able to provide compensation for issues reported after a significant delay. Complaints will only be considered if submitted within 14 days of receiving the order. Please note that we cannot assume responsibility for product(s) that have been stored by the customer for an extended period.

In the event of a return, your right within the specified period is always guaranteed, and only the price of the purchased product(s) will be refunded. Please be aware that orders with the Free Shipping delivery option will incur a 20% reduction in the refunded amount based on the order value.

All return expenses are borne by the customer.

  • Returnable Items
    • Products unopened, unused and sealed in their original packaging, including the protective cellophane or labels (if any);
    • Faulty items damaged/broken during transportation;
  • Non-returnable items
    • Products purchased in promotion for nearing expiry date;
    • Open, used products;
    • Any issue with the products detected after the 14 days of being delivered have passed;

Returns are made simple through our designated carriers (for orders shipped via FedEx or DHL), with IDIVIA providing a return label for your convenience. However, please note that a return fee will be applied based on the destination:

  • Mainland Portugal: €7
  • Islands (Azores and Madeira): €10
  • Other European Union countries: €13
  • Countries outside the European Union: €30

It’s important to note that orders with the Free Shipping delivery option, which cannot be delivered due to reasons beyond the control of IDIVIA or the courier, will incur a deduction of 20% from the order value. Additionally, any import taxes imposed by customs (either in the origin or destination country) are the full responsibility of the customer.

For orders shipped via Postal Service, when initiating a return via standard mail, customers are advised to coordinate with their local post office regarding shipping methods and associated costs. We strongly recommend opting for a Registered Airmail method for added security and tracking capabilities. It’s essential to note that in such instances, the customer assumes responsibility for ensuring the order’s safe arrival at our warehouses.

Important: For returns outside the European Union, if you do not use the method of return available from IDIVIA, may be subject to tariffs by the Portuguese authorities. In these cases we will not collect/release the order, and it will be automatically returned to the customer.

Procedure for activating returns and exchanges:

  • Contact us or send us an e-mail to [email protected] stating the intention to exchange or return the product(s) (the deadline for requesting the exchange or return of the products is 14 days after the date of the physical reception of the order);
  • Mention the Order No.;
  • Mention the reference(s) of the product(s) you want to exchange and/or return and send some photos of the each product that you want to exchange and/or return;
  • On our part, we will respond within a maximum period of 2 working days via e-mail, where we will confirm receipt of the return request and inform all the important data for the return of the product(s), as well as we will send the return label if we already have all the information available for it.

As soon as the order arrives at our facilities:

  • We will analyse the product(s) within 5 working days;
    • It is very important that:
      • Wait for our e-mail with the return data and keep the product(s) in the same conditions received in order to return it;
      • The product must be presented as new, sealed, in its original packaging, including cellophane or protective labels (if any);
      • If the product box is unsealed, the product packaging or any other use protection must be kept intact;
      • You must ensure that all attached components are followed along with the product: samples, gifts, package insert, among others, respecting the original shipping conditions;
      • Please preserve the invoice, bearing in mind that a copy of the invoice may need to accompany the return of the product/order.
  • If you have respected all the above points, we will refund your order within a maximum period of 14 days;

In the case of product exchanges, the cost of shipping the replacement(s) is the customer’s responsibility.

Managing Returned Orders:

Orders Shipped via Standard Shipping/EMS: Returned orders can occur due to various reasons such as an unknown recipient, incorrect address, unclaimed delivery, or refusal of delivery. Customers can track the return using the same tracking link provided for the delivery. Upon tracking the return or once the order arrives at our facilities, we offer the following solutions:

  • Paid reshipment (subject to stock availability)
  • Discount code for the order amount deducted from the shipping cost
  • Refund for the order amount deducted from the shipping cost

Orders Shipped via DHL or UPS: If the addressee fails to respond or provide a solution after being contacted by the carrier, the order may return to our warehouse due to various reasons such as an unknown recipient, incorrect address, unclaimed delivery, or refusal of delivery. In such cases, returning costs apply, and our team clarifies the amount before initiating the return. Upon tracking the return or once the order arrives at our facilities, we offer the following solutions:

  • Refund of the order amount deducted from the shipping, return costs (equal to the shipping cost), and a return fee of 5€
  • Discount code for the order amount deducted from the shipping cost, return costs (equal to the shipping cost), and a return fee of 5€

For All Shipping Methods: Returned orders unrelated to customer issues are either reshipped at no extra cost or fully refunded, depending on the customer’s preference.

For “Unclaimed” Returned Orders: Orders marked as “unclaimed” occur when the recipient was unavailable during the delivery attempt, or the order was not collected from the pick-up point/post office without communication from the customer to our customer service team. In such cases, we issue a discount code to resolve the issue.

Return Restrictions (Before Delivery): Returns may not be possible in countries where customs clearance procedures are required, and customs duties must be paid. If an order incurs customs duties and the customer refuses to pay, customs may not allow the return, and the order may need to be destroyed or abandoned. In such situations, IDIVIA does not refund the customer as the payment of customs duties is the customer’s responsibility.

Refunds are applicable in the following scenarios:

  • Canceled orders (before shipment).
  • Orders returned by postal services (unclaimed or refused upon delivery attempt).
  • Returns of eligible items.
  • Validated complaints of damaged, incorrect, missing, or expired products reported within a maximum of 15 days after the order’s delivery. Please note that complaints of allergic reactions to products or dissatisfaction with the results of product application are not eligible for refunds.

The refund will be processed within 30 business days and will be automatically issued either in the form of a discount coupon or to the original account used for the purchase.

Need help?

Contact us at [email protected] for questions related to refunds and returns. At IDIVIA, our main goal is your total satisfaction, and we are always happy and ready for assist you.